IT Customer Service Advocate

Summary: The Customer Service Advocate is responsible for prioritizing customer satisfaction for Information Technology services by representing the Information Technology department and managing difficult situations and conflict resolutions. This includes but is not limited to monitoring all incidents, requests, and complaints to ensure issues are resolved on time and effectively.

Education: Bachelor’s degree, or equivalent work-related experience.

Experience: 2 or more years Healthcare IT/ Customer Service experience preferred.

Skills and Abilities:

• Understanding of ITIL and ServiceNow
• Working knowledge of Windows environment
• Skilled knowledge of Dell, HP and Lenovo desktops, laptops, printers, mobile devices, and peripheral hardware components
• Functional knowledge of support software: Office 365, Internet Explorer, MS Edge, Google Chrome, Cisco AnyConnect, Citrix

• Operate with understanding, utilize active listening, patience, empathy, and kindness to customers and Team Members alike.
• Creative problem solving, critical thinking and empathy skills are essential.
• Professional interaction, active and passive listening skills, and the ability to utilize computer- based resources in a highly effective manner.
• Be flexible to schedule changes or additional coverage, particularly during peak periods
• Ability to develop and maintain strong relationships at all levels of the organization
• Ability to work independently, prioritize workload, and multi-task with a results-oriented attitude

Working Conditions, Physical Environment and/or Safety Requirements:

Working environment on site on hospital units and IT office area. Must consider current safety requirements and ergonomics with regards to hardware recommendations and placement during system installation in other hospital departments. Frequent use of personal computers.